Sent: Wednesday, January 28, 2009 12:51 PM
Subject: FW: letter of complaint - SM Marikina Branch
I submitted this letter one week ago, and I still haven’t heard from you. It is very disappointing. Apparently, my complaint did fall on deaf ears. This shows that my high regard for your company is undeserved. It is no longer a surprise that your staff acted that way. It is evident that customer service and support is not your company’s priority.
Sent: Wednesday, January 21, 2009 3:37 PM
Subject: letter of complaint-SM
January 21, 2009
To whom it may concern:
I would like to file a complaint regarding my distasteful experience in your SM Marikina branch last Friday, January 16, 2009 at around 7:45pm. I was there to purchase a big leatherette case worth P300.00 and a usb hub worth P180.00. The sales staff who assisted me was pleasant enough and I was satisfied with her service, the problem started when staff MARISSA CASTRO proceeded to prepare my receipt. While waiting for her to finish, I noticed that the cd case was also available in a smaller size worth P150.00. I cordially asked her “Pwede pa bang palitan? Ok lang ba kung yung mas maliit na lang ang bilhin ko?” Had she said no, then that would’ve settled the matter, I would’ve paid for my purchases and went on with my evening, but instead she did not answer, stood up abruptly making a loud noise with her chair and slightly pushing the receipt pad she was writing on. It was obvious she was irritated. Then she went to her supervisor to have the transaction voided and to prepare a new receipt. I felt insulted with the way she acted, I was a customer and I felt that my request was not that unreasonable to solicit such reaction. Despite all these, I kept my cool and in a soft voice, making sure no other customer can hear me so as not to embarrass her, I told her “Miss sa susunod, huwag ka magdadabog kasi customer ako. Pangit yung ganoon.” My intention was purely to correct her work ethic. I expected some sort of acknowledgement from her, an apology, a nod, eye contact, anything… but got NOTHING. She just went writing my receipt, without even lifting her eyes and acknowledging that there was a human being in front of her, a customer no less! Again I gave her a chance, still in a soft, calm voice I asked her “Miss, narinig mo ba ako?” that was the only time she met my eyes and said “Opo”. No sorry, no explanations no nothing.
After that experience I paid for my purchases and left the store, but I was still mad in the inside. I barely passed the store doors when I returned and asked for the manager. I was informed that they did not have any they only had a supervisor, DIANE A. ROSALES. I told her what happened. She then asked MARISSA CASTRO to come and face me. Ms. Rosales apologized for what happened but I expected her to admonish her staff for her rude behavior but she did not. As a supervisor, I felt she didn’t handle the situation well. She just let me rant in the store, while she continued to entertain other customers. All that time, I still got no apology from MARISSA CASTRO, who just stood there in front of me, she even had the nerve to accommodate other customers’ inquiries while I was in front of her expressing my disappointment at the service I got. She even continued to prepare receipts, before Ms. Rosales went and assigned the task to somebody else. Only when I said that I was mad because I didn’t even receive an apology or any acknowledgement of any sort did she offer a half-hearted sorry.
I know that you are a good company, I am certain that you offer affordable products with very good quality. I know because I have been an avid customer of your company, and I have patronized your products for years. Most of our household’s computer peripherals were purchased from your store, not to mention the innumerable CD’s and DVD’s we’ve bought there. I have watched your company grow through the years, it is without a doubt due to excellent products and good service that your company offers. I am therefore sure that you company will appreciate this feedback from a loyal customer. The hardwork you put into making sure that the company’s integrity and reputation is intact is made futile by insensitive and rude people like MARISSA CASTRO.
I will highly appreciate your preferential attention regarding this matter. Please give a feedback as to your actions in dealing with this situation. I would like to make sure that this complaint does not fall on deaf ears.